Call centers deal with a lot of change! Especially in the year 2020. Everyone has had to think about redundancy, business continuity plans, staffing, work from home, and a whole host of other issues.
Don't worry. Wishing that your reps and co-workers would look at your written procedures and guides (and stop bothering you with questions) doesn't make you a bad person. There's only so much time in the day!
But wishing won't get you anywhere. So let's look at why your employees and agents aren't using your resources.
Tell me if this sounds familiar...
You were hired/promoted to be a call center supervisor or manager and handed a bunch of spreadsheets or PDFs with your protocols and procedures on them. You didn't create them, but you're now responsible for keeping them up to date.
Or maybe you're in this boat...
You were hired/promoted to be a call center supervisor or manager and had NOTHING to work with. Nobody had documented anything before you got there. So you opened up Visio, Word, or Excel and started documenting processes and procedures hoping that you could use them to train your reps.
Two of the metrics that are almost always at or near the top of the list of "most important" in a call center are Quality Assurance (QA) and Customer Satisfaction (CSAT) scores.
But how can you improve QA scores? And how can you improve CSAT?
We all have to deal with change — especially if you work in a call center! Change can cause chaos, which is often manifested through longer training times, decreased QA scores, increased hold time, etc.
But it is possible to build a training program that is resilient to change.
In this recorded web training, we explain how you can create a training program that can handle changes in people (new hires), processes, or location (WFH or on site).
Watch the 30-minute video below to learn how, or jump to the section you need with the Table of Contents.
Table of Contents:
0:50 – What do your customers want?
1:42 – How can you give customers what they want when you are going through change?
4:54 – Keys to building a resilient plan
5:18 – How do you systematize a call?
6:10 – Zero Memorization
🔎 Related: Save time training with Zero Memorization
9:34 – Step 1: Identify and systematize your calls (with an example)
17:22 – Step 2: Turn those systems into searchable call flows (with an example)
23:03 – Step 3: Train agents to use the call flows
25:22 – Step 4: Iterate, improve, and adapt
29:34 – Build a resilient call center with ScreenSteps
If you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?"
To help you out, here's a 5-minute video that walks you through the steps of getting your knowledge out of your head and into a guide.
If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your call center create better guides for your reps.
Topics: Call-CenterRead More
We talk about rollout training, onboard training, and writing better standard operating procedures
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